Average Handling Time is not an Agent Target in 41% of Contact Centres



680

As evident in our poll, it appears that targeting agents on Average Handling Time (AHT) is becoming less popular in the industry, with less than 60% of contact centres now doing so.

Poll – “Do you have AHT as an agent target?” – answers

No – 41%
Yes – 59%

Source: Call Centre Helper webinar poll – Webinar: 20 Tips for Improving Average Handling Time     Sample size – 170     Date – January 2015

Published On: 1st Apr 2015 - Last modified: 25th Oct 2021
Read more about - Contact Centre Research, ,


Recommended Articles

A picture of reducing average handling time (AHT)
49 Tips for Reducing Average Handling Time (AHT)
Average Handling Time (AHT) formula
How to Measure Average Handling Time (AHT)
A picture of a stopwatch marked at 20 seconds
How to Safely Knock 20 Seconds Off Your Average Handling Time (AHT)
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.